MAGAZINE navigation:

INFO

ISSUES [currently viewing]

AUTHORS

SEARCH

Currently viewing:

Issue 2 > Customers for life!

Customers for life!

John Boe urges 'exceed your customers' expectations!'.

The most successful business people place great value on developing lifetime relationships with their customers. In today's competitive marketplace, they are aware that their customers are aggressively prospected and their loyalty cannot be taken for granted. Customer-focused business people recognize that relationship-building and follow-on service are critical components for promoting both customer retention and revenue growth.

First build a relationship. Today we have access to innovative tools such as the internet, cell phones, faxes, and voicemail all designed to enhance our ability to communicate.

Nevertheless, even with all of these technological tools at our disposal, the alarming number of dissatisfied customers, lost sales and failed relationships all reflect the fact that none of us are as effective at communicating as we would like to believe.

Temperament understanding helps to foster effective communication. Research in the field of human psychology indicates people are born into one of four primary behavioral styles: aggressive, expressive, passive, or analytical.

Each of these four temperament styles requires a unique approach and communication strategy. For example, if you are working with the impatient, aggressive style, they want a quick fix and a bottom line solution. Under pressure they can be ill tempered and quick to anger.

Give them options so you don't threaten their need for control. Don't waste their time with chitchat—stick to business. While at the other extreme, the stress-prone analytical style requires more information and is interested in every detail. Their cautious and analytical nature makes them susceptible to buyer's remorse. Be sensitive to their need for reassurance and guarantees.

Once you learn how to identify each of the four primary behavioral styles you will be able to work more effectively with all of your customers.

Communicate effectively. Recognize the importance of nonverbal communication and learn to 'listen with your eyes.' It might surprise you to know that research indicates over 70 percent of our communication is perceived nonverbally. In fact, studies show that body language has a much greater impact and reliability than the spoken word.

Create a favorable first impression and build rapport quickly by using open body language. In addition to smiling and making good eye contact, you should show the palms of your hands, keep your arms unfolded, and your legs uncrossed.

  next page »

Page  1  |  2  |  3  | all pages

« PREVIOUS ARTICLE  NEXT ARTICLE »

ISSUE 2 CONTENTS »

Currently viewing:

MAGAZINE > issues > 2 > Customers for life!